Refund policy

• Return window: You have 30 days from the date you receive your item to request a return.
• Restocking fee: A 40% restocking fee is charged on each returned item to cover costs like customs, duties, and freight.
• Eligibility: To be eligible, items must be in new, unused condition, with tags and original packaging. You must also have your receipt or proof of purchase.
• How to start a return: To begin the process, you must contact the company at info@koharaco.com. If your return is approved, they will provide a return shipping label and instructions.
• Unauthorized returns: Items sent back without first requesting and receiving approval for a return will not be accepted. 

Key steps for a return or replacement

1. Immediate contact: Notify Kohara + Co. immediately upon receiving a defective, damaged, or wrong item. This is critical for getting the issue resolved.
2. Contact information: Use the provided email address: info@koharaco.com.
3. Provide evidence: Include clear photos and a detailed description of the damage or defect in your email. This will help them evaluate the issue and expedite the process.
4. Await instructions: Do not send the item back without explicit instructions and a return shipping label from Kohara + Co..
5. Keep original packaging: You are required to return items with all original paperwork and packaging materials. 

For general returns

• The fastest way to exchange an item is to follow the company's recommendation: return the item you have for a refund, and once the return is accepted, place a new order for the correct item.
• The return must be initiated within 30 days of receiving the item.
• You must contact WAI Products first to initiate the return. Items sent back without a return request will not be accepted.
• For returns that are not defective, a 40% restocking fee will be applied. 

For defective or damaged items

• The policy for defective or damaged items differs slightly, as you have the option for a direct exchange for the same item.
• For a defective or damaged item, email info@koahraco.com.
• If your exchange is approved, you will need to send the item to the following address:
• 175 Industrial Park Road, Haliburton ON K0M1S0, Canada.
• A 40% restocking fee should not apply to defective or damaged items, as consumer protection laws typically protect buyers from fees for merchant errors. 

Condition and process for all returns

• All returned items must be unused, uninstalled, in original packaging, and include all original paperwork and packaging materials.
• Inspect your package immediately upon arrival. If an item is defective, damaged, or you received the wrong item, contact the company right away.
• Whether you want a refund or exchange, gather your receipt or proof of purchase before contacting them

Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. We will not be offering refunds on orders outside of timeframes after 30 days. We will offer instore credits. 

Non-Returnable Situations

We will not offer returns that are marked final sale or custom made. Items on display are sold as is and are nonrefundable. In some cases, delays may occur due to circumstances beyond our control (eg., weather, carrier delays, custom issues, etc). There will be no refunds on items with delivery delays.